My Journey

Apr 2024 – Present
Team Lead / Technical Account Manager II
GoDaddy – WooCommerce Success Team
  • Act as a direct onboarding mentor and performance coach for incoming technical support specialists.
  • Track, log, and optimize project focus hours utilizing Jira Service Desk and Toggl Track metrics.
  • Manage weekly queue status tracking and communicate trend reviews during team syncs.
  • Focus heavily on strategic partnerships and clear support documentation to drive business results and boost satisfaction survey scores.
  • Develop an AI companion that assists with email writing using GoDaddy’s tone guide to keep verbiage consistent across teams.
Jul 2023 – Apr 2024
Technical Account Manager I
GoDaddy – WooCommerce Success Team
  • Resolved complex theme, database, and extension failures via structured email workflows on HelpScout.
  • Authored internal technical documentation to optimize shared troubleshooting paths.
  • Partnered with cross-functional teams and departments to track known bugs and escalate critical merchant situations to a quick resolution path.
Nov 2022 – July 2023
Managed WooCommerce Care (Temporary Assignment)
GoDaddy – WooCommerce Success Team
  • Resolved high-volume customer technical concerns via written email support on HelpScout.
  • Created comprehensive internal troubleshooting guides to increase project capacity and team efficiency.
May 2019 – Nov 2022
Hosting Support Phones (Tier 2)
GoDaddy – Technical Hosting Services
  • Managed advanced infrastructure escalations involving core platform and server stack diagnostics.
  • Repaired critical runtime errors, 500 status codes, and server migration broken data states.
Dec 2015 – May 2019
Hosting Support Phones
GoDaddy
  • Answered inbound calls to diagnose technical website loading issues and guide small business owners toward successful digital solutions.
  • Advocated for clients to ensure they made smart, informed decisions regarding their online presence and hosting setups.
  • Partnered with engineering teams to determine if system outages or platform issues required immediate company action.